Police Dispatcher

Overview

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This is a provisional appointment.

Under general supervision, the Emergency Communications Specialist – Police Dispatcher will be assigned to the Operations Division of the Boston Police Department. The Operations Division of the Boston Police Department serves as the critical link between the public and emergency responders in the City of Boston. The Division is the City's primary Public Safety Answering Point (PSAP), handles all initial 911 calls and requests for assistance from the general public, and is responsible for all dispatch-related services for the Boston Police Department.

Responsibilities:

• Dispatchers are responsible for receiving, transmitting, and disseminating routine and emergency information received from 911 and administrative calls to police units in the field, utilizing various telecommunications equipment, including but not limited to Computer Aided Dispatch (CAD), digital telephony, and digital multi-channel radio systems. Dispatchers receive and respond to requests from police field units for information and resources to assist in their job duties. They query various databases to provide field officers with the necessary information to perform their duties effectively.
• In addition to Boston Police radio channels, Dispatchers monitor various inter-agency radio networks to maintain situational awareness of activities or incidents in adjoining jurisdictions that may interest Boston Police personnel. Dispatchers relay information of interest from Boston to area law-enforcement jurisdictions utilizing these regional inter-agency radio networks.
• Dispatchers monitor and transmit related information or incident notification to field officers from various notification systems, such as ShotSpotter and other tracking or monitoring systems or telematics providers.
• Dispatchers are responsible for notifying the Operations Division and police field Supervisors of any significant or unusual incidents or events per department protocols and procedures.
• Dispatches all necessary personnel and equipment according to the nature and severity of the incident and in accordance with Boston Police Department rules, protocols, and directives.
• Operates specialized communication equipment.
• Must have the ability to be understood clearly by others over the radio and accurately record the details of radio transmissions concisely in the Computer Aided Dispatch (CAD) system.
• Processes large amounts of data and radio traffic quickly and accurately.
• Remains calm and effective under the pressure of emergencies, peaking workloads, and multiple (simultaneous) responsibilities in a sometimes emotionally charged environment.
• Monitors and transmits on a multi-frequency digital radio system as directed.
• Conducts all radio transmissions according to the rules of the Federal Communications Commission (FCC) and all applicable rules and procedures of the Boston Police Department.
• Maintains constant and diligent monitoring of radio systems, telephones, and other communications equipment and immediately responds to all requests for assistance or service from field units.
• Maintains constant readiness to dispatch all calls for service in accordance with Department rules and protocols.
• Maintains contact with all units on assignment, keeps location information of field units, and checks on their status in accordance with department rules and protocols.
• Maintains situational awareness of local, regional, state, and national emergencies, significant incidents, and events.
• Has a working knowledge of and can apply Boston Police rules, protocols, and procedures.
• Notifies the Operations Supervisor of any significant or unusual incidents or events in accordance with Department protocols and procedures.
• Becomes familiar with and maintains a working knowledge of the City of Boston, its neighborhoods, main streets, intersections, and landmarks.
• Handles calls and requests for service from a diverse population in varying emotional states.
• Accesses various confidential law enforcement systems and databases, disseminating pertinent data to field units for job-related purposes.
• Maintains confidentiality regarding all sensitive information and records exposed to while performing job-related duties.
• Accurately record the status of field units and incident updates in the Computer Aided Dispatch (CAD) system.
• Participates in ongoing training, quality assurance, and after-action reviews of significant incidents as required.
• Testifies in court or departmental proceedings related to job duties as required.
• Communicates and interacts with internal BPD personnel, external agencies or entities, and members of the general public in a customer service-oriented, courteous, and professional manner.
• Troubleshoots work-related equipment and report any issues or failures to supervisors or management as required.
• Becomes familiar with any new data processing procedures and programs that may be utilized.
• Completes all training and continuing education as required.
• Performs related work as required.

Minimum Entrance Qualifications:

• Must be able to type a minimum of 35 words per minute.
• High school diploma or equivalency certificate required.
• Excellent oral and written communication, organizational, and interpersonal skills.
• Must be able to read and communicate clearly in English.
• Have a professional telephone demeanor.
• Dispatchers must possess the ability to process large amounts of data and radio traffic quickly and accurately, and exercise sound judgment in handling quickly evolving incidents in a sometimes chaotic and emotionally charged environment while remaining calm and able to speak in a clear, well-modulated voice.
• Must be able to work professionally and courteously with co-workers and supervisors in a fast-paced, diverse, and high-pressure environment.
• Must demonstrate the knowledge and ability to work effectively with individuals and groups with a variety of identities, cultures, backgrounds, and ideologies.
• Ability to sit at a computer workstation for extended periods in accordance with applicable state and federal laws and regulations.
• Be able to work all shifts, including nights, holidays, weekends, and mandated overtime.
• Working knowledge of the city of Boston and its neighborhoods, main streets, intersections, and landmarks is highly preferred.
• Must be able to process large amounts of data and radio traffic quickly and accurately.
• Computer literacy is required, mainly when working in an MS Windows environment.
• Proficiency in Microsoft applications and Google Suite.
• Ability to exercise good judgment and focus on detail as required by the job.
• Able to work both independently and as part of a team.
• Obtain certifications in NCIC/CJIS, Massachusetts Certified Telecommunicator, Basic telecommunications, NIMS/ICS, and other various training as required.

PREFERENCE WILL BE GIVEN TO APPLICANTS WITH PREVIOUS DISPATCHER (PUBLIC SAFETY OR OTHER SIMILARLY PACED ENVIRONMENT) OR TELECOMMUNICATOR EXPERIENCE AND TO INDIVIDUALS WHO SPEAK ANOTHER LANGUAGE FLUENTLY IN ADDITION TO ENGLISH.

Work Environment:

The general emergency communications center environment with air conditioning, fluorescent lighting, individual workstations in a larger room, and frequent background noise. Performance of duties will sometimes involve situations that may include exposure to stress and vicarious (secondary) trauma.

The Operations Division is a 24-hour/7-day-a-week operation with three (3) working shifts. New hires may be assigned to the 4 PM to 12 AM shift or the 12 AM to 8 AM shift.

THIS POSITION IS DEEMED ESSENTIAL, AND PERSONNEL MUST REPORT TO WORK DURING EMERGENCY SITUATIONS AND ADVERSE WEATHER CONDITIONS.

• A CRIMINAL RECORD CHECK IS REQUIRED
• PRE-EMPLOYMENT DRUG TEST, PHYSICAL, AND PSYCHOLOGICAL EVALUATION REQUIRED
• APPLICANTS WILL BE SUBJECT TO HEARING AND VISION TESTING

This position has received a waiver from the Boston Residency Commission establishing a temporary moratorium on the City of Boston Residency Ordinance for a period of three years, ending 8/26/25, or whenever the percentage of full-time call takers and dispatchers reached 85% of the budgeted positions, whichever comes first. At that time, successful applicants will be required to establish residency in the City of Boston to remain in their role.

Terms of Employment & Compensation:

• Union/Salary Plan/Grade: SEIU/RL1-19
• Hours per week: 40
• Full-time hourly, non-exempt, benefitted, union position.
• Paid time off includes sick, vacation, and personal days.